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Job Description
- Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers
- Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team
- Give visibility and manage the whole end to end process for incidents, requests, and escalations
- Show week over week improvement:
- You will be measured by the quality and productivity of your teams on a weekly basis
- You have to be comfortable with receiving daily feedback on the team’s performance and fix what is not working at the speed of light
- Foster a culture that embodies Crossover’s values of excellence and world-class service.
- Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals
- Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information
- Participate in Crossover’s Global Hiring Tournaments
- Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts.
- Must be able to manage and thrive in a virtual, global, and fast-paced environment
Job Requirements
- Have a university degree (BS, MS, or PhD) in either Computer Science, Computer Engineering, Mathematics, Physics or Information Technology
- Have perfect spoken and written English
- 2+ years of experience in a customer facing support position
- 5+ years of experience in a hands on technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator
- 2+ years of experience managing a customer support team of 5 or more people
- Strong leadership and coaching skills
- Committed to self-development and the professional growth of others
- A passion for creating work in a process-driven way and working with team members to continuously improve the process
